Difference between revisions of ":Salesforce"

(Getting Started)
(Process Quick Reference)
Line 40: Line 40:
 
*Email must be sent to customer for every customer interaction
 
*Email must be sent to customer for every customer interaction
 
*Case must be closed before moving onto the next case
 
*Case must be closed before moving onto the next case
 +
*If a customer calls in and asks to be transferred to another agent, tell them this, "We do not have the ability to transfer calls, but I can assist you with your case..." and deny the request

Revision as of 17:39, 15 February 2018

Salesforce

Getting Started

(Under Construction)

SalesforceIcon.png

Routing: Omni-Channel

SF UI Overview7.png

Telephony: Shoretel/Mitel

SF Salesforce Infographic.png

Manuals

Instructions

Shoretel Server Status

Links and Resources

Process Quick Reference

  • Must use Chrome
  • Case must be created or updated for every customer interaction
  • Email must be sent to customer for every customer interaction
  • Case must be closed before moving onto the next case
  • If a customer calls in and asks to be transferred to another agent, tell them this, "We do not have the ability to transfer calls, but I can assist you with your case..." and deny the request